1 An Introduction to Logistics 1
1.1 The History and Evolution of Logistics 3
1.2 Definition of Logistics:Elements of Logistics 8
1.3 The Logistics of Business is Big and Important 14
Case 1 IBS Logistics 22
2 Customer Accommodation 25
2.1 Customer-focused Marketing and Customer Service 26
2.2 Customer Satisfaction 30
2.3 Customer Accommodation and Customer Retention 35
2.4 Setting Customer Accommodation Priorities 40
Case 2 Batman:Adding Value Through Customer Accommodation 47
3 Transportation 49
3.1 Road Transportation 50
3.2 Rail Tansportation 55
3.3 Maritime Transportation 60
3.4 Air Transportation 66
3.5 Pipelines 70
4 Warehousing 76
4.1 Overview 77
4.2 Warehouse Operations 82
4.3 Warehouse Planning 85
Case 4 Modern Warehouse Handling 91
5 Distribution Center 95
5.1 Introductions to Distribution Centre 96
5.2 The Function of Distribution Centre 101
5.3 Distribution Centre Design 105
Case 5 Cases of Distribution Center's Function 110
6 Packaging 113
6.1 Packaging Materials 114
6.2 Packaging Technology 122
6.3 Packaging Innovation 130
Case 6 Present Conditions and Development Tendency of China Carton In-dustry 136
7 Inventory Management 139
7.1 Inventory Types 140
7.2 Inventory Carrying Cost 145
7.3 Economic Order Quantity 150
7.4 Managing Uncertainty 155
Case 7 The Smog Co.Production System 160
8 Purchasing Management 163
8.1 Why Purchasing is Important 164
8.2 Purchasing Strategies 168
8.3 Why Sourcing Worldwide 175
Case 8 The Global Sourcing Wire Harness Decision 181
9 Supply Chain Management 183
9.1 The Definition of SCM 184
9.2 Supply Chain Operations Reference Model 189
9.3 The Principles in the New Supply Chain Environment 193
Case 9 Dell——A Global Leader in Business Excellence 198
10 Information Technology 202
10.1 Role of Information Technology in Supply Chain Management 203
10.2 An introduction to ERP 206
10.3 Commonly Used Communication Systems 211
Case 10 Eric Scott Limited 217
11 Quality Management 219
11.1 Defining Quality 220
11.2 Quality Improvement Methods 227
11.3 Defining Quality in Terms of Customer Requirements 232
11.4 Web Links—General Resources on Quality 237
Case 11 Armstrong Building Products Operations 239
12 Logistics Changes and Trends 244
12.1 Logistics Changes in the Next Decade 245
12.2 Adversarial to Collaborative Relationships 249
12.3 Functional to Process Integration 253
12.4 Information Hoarding to Sharing 257
12.5 Training to Knowledge-based Learning 261
Case 12 Volkswagen Brazil 265
Appendix 1 中华人民共和国国家标准物流术语 267
Appendix 2 Logistics Documentation Samples 272
Appendix 3 Selected Bibliographies 283